End User Computer Tech

Kubota; Melbourne; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Tech equipment provided

Novated leasing salary sacrifice

Up to 15% superannuation

CSR activity

Job summary

Kubota Australia is seeking an IT Service Desk professional to support End User Computer Tech functions for internal and external customers in Melbourne. You will triage, escalate and resolve requests within policy and SLAs, while maintaining incident records and assisting on security and policy compliance.

The role requires a tertiary IT qualification, broad hardware/software troubleshooting skills, and a customer-focused approach.

Qualifications

• Experience operating Service Desk/Help Desk in a corporate IT environment.
• Proven capability across hardware and software troubleshooting.
• Strong customer empathy and care ethic.
• Experience in coordinating projects; familiarity with waterfall and agile methods.
• Excellent time management and delegation skills.
• Analytical problem solving and strong research ability.
• Excellent communication with internal and external stakeholders.
• Ability to work autonomously and within a team.
• Experience coaching others.

Responsibilities

• Provide End User Computer Tech support to internal/external customers within policy and SLAs.
• Triaging, allocating and escalating requests; monitor progress and manage expectations.
• Perform hardware/software troubleshooting to ensure operational efficiency.
• Provide pre-emptive advice to users on optimal technology use.
• Maintain Service Desk registers and databases; report activity.
• Escalate issues to appropriate teams; lead small resolution projects when needed.
• Coordinate with vendors/contractors for issue resolution.
• Ensure adherence to IT policies and security; raise concerns as appropriate.
• Assist EIT team with other tasks and health & safety requirements.

Skills

Service Desk operations

Hardware & software troubleshooting

Customer empathy

Project coordination

Time management

Analytical problem solving

Interpersonal skills

Teamwork

Coaching others

Kubota apps knowledge

Education

Tertiary IT qualification

Job description

Support the Kubota Australia and New Zealand team and external customers, with an effective and efficient End User Computer Tech function. Provide customer care and prioritise, escape, track and resolve Service Desk requests within policy and procedure guidelines to agreed service level parameters and timeframes.

The job you will love, includes these responsibilities :

Provide customer care via a range of mediums to internal and external customers to ensure the resolution of End User Computer requests within policy and procedure guidelines and to agreed service level parameters and timeframes

Ensure appropriate triage, allocation and escalation of requests and issues. Manage customer expectations for delivery by monitoring the progress of all requests/ work items.

Undertake a range of technical or trouble-shooting actions on hardware and software to ensure effective and efficient operation within the limit of skill and ability. Escalate requests as and when required for assistance.

Proactively assess and provide pre-emptive advice and support to individual users in relation to the optimal use of their allocated technology

Create, develop or maintain all required Service Desk related registers and databases

Report on End User Computer Tech activity

Provide recommendations for remediation or prevention of issues where a hotspot or trend emerges.

Participate in EIT department projects and across the spectrum of team activity. May undertake coordination activity for End User Computer Tech related projects or lead small projects with guidance.

Lead or facilitate 'trouble-shooting'/ issue resolution teams in the event of issues affecting user groups, such as system downtime or outage

Monitor compliance by customers with IT policies and procedures, particularly in relation to security, so far as practicable. Raise any concerns to management, as appropriate

Liaise with external vendors/ contractors to ensure effective resolution of requests (as appropriate).

Other duties within the limits of knowledge, skill and experience. Assist across the EIT team and organisation with other EIT tasks (as directed)

Take all reasonable actions to ensure the health and safety of self and others, follow company and OHS policies and procedures

Requirements

QUALIFICATION/KNOWLEDGE/SKILL/EXPERIENCE (SELECTION CRITERIA)

Tertiary qualification in IT

Proven track record of effectively undertaking the daily operations of a Service Desk (Help Desk)/ End User Computer Tech function

Highly developed, proven technical capability across a broad range of hardware and software, with proven capability to quickly upskill on new technologies

Experience in project coordination. Developing skills in project management (waterfall and agile methodologies)

Strong customer empathy and proven customer care skill and ethic

Strong organisational skills, particularly time management, prioritisation and delegation skills.

Exceptional research, analytical and problem solving skills and trouble-shooting capability.

Strong interpersonal and relationship management skills, particularly in relation to effective communication with a broad range of internal and external stakeholders

Ability to work autonomously and as part of a team

Proven ability to coach and guide others in a collaborative, supportive way

Experience in project coordination. Developing skills in project management (waterfall and agile methodologies)

Working knowledge of incumbent Kubota business applications and infrastructure/ hardware (strongly preferred). Developing knowledge of evolving developments in technology and business systems.

Work with great people in a globally recognised, stable brand with a focus on ongoing business growth and sustainability.

Benefits include:

• Required tech equipment
• Salary sacrifice option for novated leasing motor vehicle/s and product discounts via Flare Benefits and in-house product purchase discount
• Option to attain up to 15% superannuation
• Opportunity to participate in Corporate Social Responsibility activity